What You'll Do
Engage with parents across communication channels, treating each inquiry as a personal conversation rather than a transaction. Provide clear, compassionate support for questions about feeding, subscriptions, orders, and product use—moments that matter deeply to families.
Identify the emotional tone behind each message, adjusting your response to meet the moment—whether it calls for reassurance, detailed guidance, or quiet acknowledgment. Maintain consistent performance under volume, ensuring accuracy doesn’t falter when pace increases.
Go beyond resolution by finding small ways to make interactions memorable—a follow-up note, a thoughtful gesture, a moment of genuine connection. Share insights from customer conversations to help improve products, policies, and support practices across the organization.
Embody the values of the company in every exchange, bringing sincerity and care to each interaction while representing a mission dedicated to bettering the parenting experience.
Requirements
- Proven experience in customer-facing roles where relationship-building was prioritized alongside problem-solving
- Exceptional written communication skills—clear, warm, and authentically human
- High emotional intelligence and a natural curiosity about people’s experiences
- Strong attention to detail while keeping sight of broader customer needs
- Ability to manage high inquiry volume without compromising quality or empathy
- Alignment with a mission-driven culture focused on improving family well-being
- Skill in navigating ambiguity and knowing when to act independently versus escalate
- Familiarity with customer experience platforms and multi-channel communication, including social media
- Availability to work five days per week, including at least one weekend day
Benefits
- Competitive stock options
- 401k plan with employer match
- Full coverage of employee medical, dental, and vision insurance; subsidized options for dependents
- Remote work within the United States
- Flexible Time Off policy, including half-day Fridays during summer months
- 16 paid company holidays and a year-end shutdown period
- 16 weeks of paid parental leave, with option to extend unpaid
- One-year subscription to infant formula or specialty nutrition product
- $75 monthly stipend for internet expenses
- Reimbursement for co-working space access
